After an Order is Placed
Order Confirmation
Once your order is placed, you will receive a confirmation email.
Order Processing Time
- Standard Production Time: It typically takes 3-5 business days after proof approval.
- Customized Orders: The digital proof is valid for 3 days. If no changes are requested within this period or if there is no response from the customer, the proof will be considered auto-approved, and production will begin. Customers are encouraged to approve or finalize changes within 3 days to avoid delays. Please note that late approval will affect the selected delivery date, whether it is free or paid shipping, impacting both production and shipping time.
Shipping Options and Costs
- We use the fastest shipping options available through various couriers, depending on the selected delivery date.
- Guaranteed delivery dates are shown on the order page before checkout.
Delivery Address and P.O. Boxes
- A physical address is required instead of a PO Box.
- We can ship to APO or FPO addresses via USPS, though delivery might take longer.
International Orders and Shipping Rates
- Product prices are firm unless changes are requested (size, quantity, etc.).
- Free shipping is offered for small orders, but minimal costs may be added for large orders.
Tracking Orders
Once your order is shipped, you will receive an email notification with tracking information.
Late Delivery, Lost Packages, Missing Items, and Undelivered Packages
- Late Delivery: If your package is delayed after shipment, please contact the courier for assistance, as we no longer have control over the package.
- Closed Business or Refusal of Package: The courier will attempt redelivery. If unsuccessful, the package will be held at a local facility for pickup. Customers must contact the courier to arrange redelivery or pickup. Unclaimed packages will be disposed of, and no free replacement or full refund will be provided.
- Lost or Undelivered Packages: If your package is lost or marked as delivered but not received, contact the courier immediately to initiate a claim and obtain a case number. Claims must be filed within 15 days of the delivery date. Complaints filed after this period will not be eligible for a free replacement or full refund.
- Missing Items and Other Concerns: Email us at sales@custommailersdepot.com with your order number and a description of the issue. You can also call us at (832) 941-1999, and our sales representative will assist you within 24 hours.
Important
- Customers have 30 days from the date of product delivery to file a complaint.
- Complaints must be submitted via email with supporting pictures showing the error for investigation.
- If the error is confirmed, the customer must return the entire order in its original quantity for a full refund. Customers must ship the package back at their own expense. Refunds will be processed within 7-10 business days once the order is returned.
- If a replacement is requested, the order will be remade according to the original details, correcting only the errors. The replacement will be sent within 7-10 business days.
Return and Refund
Please refer to the Refunds/Returns Policy for more details.